软件测试ITIL教程34091.pptx

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1、 2006 Hewlett-Packard Development Company,L.P.The information contained herein is subject to change without notice ITIL V3Overview217五月20232AgendaWhat is ITIL?Service Management as a practiceService LifecycleService StrategyService DesignService TransitionService OperationContinual Service Improveme

2、ntConcepts,PrinciplesReferences&Resources317五月2023 What is ITIL?IT Service Management as a practice Produced by Office of Government Commerce(OGC)Non proprietary and Crown Copyright Published by The Stationery Office Guidance rather than standard Organizations will need to adopt and adapt the proces

3、ses Supported by software solutions The UKs Office of Government Commerce(OGC)has documented a set of processes and procedures for the delivery and support of high quality IT services that are designed and managed to meet the needs of an organization.These processes and procedures are referred to as

4、 the Information Technology Infrastructure Library(ITIL).As of version 3,ITIL comprises five core books.417五月2023Whats different about v3?ITIL V2Process basedITIL V3Structured according to the IT Service lifecycle Centered on business valueSeeing IT as a Strategic Business UnitCreating a way to inte

5、grate IT Processes,People and Tools with the Business Strategy and desired OutcomesIncreased scope517五月2023ITIL V2ServiceServiceSupportSupportServiceServiceDeliveryDeliveryT Th he eB Bu us si in ne es ss sBusiness Business PerspectivePerspectiveT Th he eT Te ec ch hn no ol lo og gy yICTICTInfrastruc

6、tureInfrastructureManagementManagementApplicationApplicationManagementManagementSecuritySecurityManagementManagementPlanning to implement Service ManagementPlanning to implement Service ManagementSoftware AssetSoftware AssetManagementManagement617五月2023Continual ServiceImprovementService LifecycleIT

7、IL V3ITILServiceServiceStrategyServiceOperationServiceDesignServiceDesignServiceTransition717五月2023Service Management as a practiceServiceService Management(Best)Practice817五月2023Service Management as a practiceWhat is a Service?a means of delivering value to customers by facilitating outcomes custo

8、mers want to achieve without the ownership of specific costs and risksServices facilitate outcomes by enhancing the performance of associated tasks and reducing the effect of constraints.917五月2023Service Management as a practiceWhat is Service Management?a set of specialized organizational capabilit

9、ies for providing value to customers in the form of servicesThese capabilities include the Functions and Processes used to manage services over their lifecycle(strategy,design,transition,operation,and continual improvement).The act of transforming resources into valuable services is at the core of s

10、ervice management.Four Perspectives of ITSM:People,Partners,Process,Products1017五月2023Process:a set of coordinated activities combining and implementingresources and capabilities in order to produce an outcome and provide value to customers or stakeholders.Characteristics of every process include:Th

11、ey are measurable,They deliver specific resultsThey deliver outcomes to customers or stakeholdersThey respond to specific events(triggers)A process owner is responsible for improvements and ensuring that the process is fit for the desired purpose.They are accountable for the outputs of that process.

12、A service owner is accountable for the delivery of a specific IT Service and is responsible for continual improvement and management of change affecting Services under their care.The process owner and service owner are accountable for the process or service under their care.However they may not be r

13、esponsible for performing many of the actual activities required for the process or service.1117五月2023RACI ModelThe RACI model helps show how a process actually does work end toend across several functional groups by defining roles andresponsibilities,as well as organizational structure.R Responsibi

14、lity(actually does the work for that activity but isresponsible to the function or position that has an“A”against it.)egProcess managerA Accountability(is made accountable for ensuring that the actiontakes place,even if they might not do it themselves).eg ProcessOwnerC Consult(advice/guidance/inform

15、ation can be gained from thisfunction or position prior to the action taking place).I Inform(the function or position that is told about the event after ithas happened).General RulesOnly 1“A”per Row(ensures accountability,more than one“A”wouldconfuse this)At least 1“R”per Row(shows that actions are

16、taking place)1217五月2023Function-units of organizations specialized to perform certain types of work and responsible for specific outcomes Customer:refers to the person who“pays”for the service,or has theauthority to request a serviceUser:An organizations staff member/employee who“uses”the ITservice1

17、317五月20231.Implementation of ITIL Service Management requires preparing and planning the effective and efficient useof:A.People,Process,Partners,SuppliersB.People,Process,Products,TechnologyC.People,Process,Products,PartnersD.People,Products,Technology,Partners1417五月20231.Implementation of ITIL Serv

18、ice Management requires preparing and planning the effective and efficient useof:A.People,Process,Partners,SuppliersB.People,Process,Products,TechnologyC.People,Process,Products,PartnersD.People,Products,Technology,Partners1517五月20232.How many people should be accountable for a process as defined in

19、 the RACI model?A.As many as necessary to complete the activityB.Only one-the process ownerC.Two-the process owner and the process enactorD.Only one-the process architect1617五月20232.How many people should be accountable for a process as defined in the RACI model?A.As many as necessary to complete th

20、e activityB.Only one-the process ownerC.Two-the process owner and the process enactorD.Only one-the process architect1717五月20233.Which of the following is the BEST definition of the term Service Management?A.A set of specialized organizational capabilities for providing value to customers in the for

21、m of servicesB.A group of interacting,interrelated,or independent components that form a unified whole,operatingtogether for a common purposeC.The management of functions within an organization to perform certain activitiesD.Units of organizations with roles to perform certain activities1817五月20233.

22、Which of the following is the BEST definition of the term Service Management?A.A set of specialized organizational capabilities for providing value to customers in the form of servicesB.A group of interacting,interrelated,or independent components that form a unified whole,operatingtogether for a co

23、mmon purposeC.The management of functions within an organization to perform certain activitiesD.Units of organizations with roles to perform certain activities1917五月20234.Which role is accountable for a specific service within an organization?A.The Service Level ManagerB.The Business Relationship Ma

24、nagerC.The Service OwnerD.The Service Continuity Manager2017五月20234.Which role is accountable for a specific service within an organization?A.The Service Level ManagerB.The Business Relationship ManagerC.The Service OwnerD.The Service Continuity Manager2117五月20235.Which of the following statements i

25、s INCORRECT?The Service Owner:A.Is responsible for the day-to-day monitoring and operation of the service they ownB.Is responsible for continual improvement and the management of change affecting the service they ownC.Is a primary stakeholder in all of the underlying IT processes which support the s

26、ervice they ownD.Is accountable for a specific service within an organization2217五月20235.Which of the following statements is INCORRECT?The Service Owner:A.Is responsible for the day-to-day monitoring and operation of the service they ownB.Is responsible for continual improvement and the management

27、of change affecting the service they ownC.Is a primary stakeholder in all of the underlying IT processes which support the service they ownD.Is accountable for a specific service within an organization2317五月20236.In the phrase People,Processes,Products and Partners;.Products refers to:A.IT Infrastru

28、cture and ApplicationsB.Services,technology and toolsC.Goods provided by third parties to support the IT ServicesD.All assets belonging to the Service Provider2417五月20236.In the phrase People,Processes,Products and Partners;.Products refers to:A.IT Infrastructure and ApplicationsB.Services,technolog

29、y and toolsC.Goods provided by third parties to support the IT ServicesD.All assets belonging to the Service Provider2517五月20237.A Process Owner has been identified with an I in a RACI matrix.Which of the following would be expected of them?A.Tell others about the progress of an activityB.Perform an

30、 activityC.Be kept up to date on the progress of an activityD.Manage an activity2617五月20237.A Process Owner has been identified with an I in a RACI matrix.Which of the following would be expected of them?A.Tell others about the progress of an activityB.Perform an activityC.Be kept up to date on the

31、progress of an activityD.Manage an activity2717五月20238.Which of the following is NOT a characteristic of a process?A.It is measurableB.Delivers specific resultsC.Responds to specific eventsD.A method of structuring an organization2817五月20238.Which of the following is NOT a characteristic of a proces

32、s?A.It is measurableB.Delivers specific resultsC.Responds to specific eventsD.A method of structuring an organization2917五月20239.Which of the following statements is CORRECT?A.Process owners are more important to service management than service ownersB.Service owners are more important to service ma

33、nagement than process ownersC.Service owners are as important to service management as process ownersD.Process owners and service owners are not required within the same organization3017五月20239.Which of the following statements is CORRECT?A.Process owners are more important to service management tha

34、n service ownersB.Service owners are more important to service management than process ownersC.Service owners are as important to service management as process ownersD.Process owners and service owners are not required within the same organization3117五月202310.Which of the following statements is COR

35、RECT for every process?1.It delivers its primary results to acustomer or stakeholder 2.It defines activities that are executed by a single functionA.Both of the aboveB.1 onlyC.Neither3217五月202310.Which of the following statements is CORRECT for every process?1.It delivers its primary results to acus

36、tomer or stakeholder 2.It defines activities that are executed by a single functionA.Both of the aboveB.1 onlyC.Neither3317五月202311.A process owner is responsible for which of the following?1.Documenting the process 2.Defining processKey Performance Indicators(KPIs)3.Improving the process 4.Ensuring

37、 process staff undertake therequired trainingA.1,3 and 4 onlyB.All of the aboveC.1,2 and 3 onlyD.1,2 and 4 only3417五月202311.A process owner is responsible for which of the following?1.Documenting the process 2.Defining processKey Performance Indicators(KPIs)3.Improving the process 4.Ensuring process

38、 staff undertake therequired trainingA.1,3 and 4 onlyB.All of the aboveC.1,2 and 3 onlyD.1,2 and 4 only3517五月202312.Which of the following statements about processes is INCORRECT?A.They are units of organizations designed to perform certain types of workB.We must be able to measure them in a relevan

39、t mannerC.They deliver specific resultsD.They respond to specific events3617五月202312.Which of the following statements about processes is INCORRECT?A.They are units of organizations designed to perform certain types of workB.We must be able to measure them in a relevant mannerC.They deliver specific

40、 resultsD.They respond to specific events3717五月2023Service StrategyITILServiceServiceStrategy3817五月2023Service StrategyShows organizations how to transform Service Management into a strategic asset and to then think and act in a strategic mannerGuidance on:What services should we offer and to whom?H

41、ow to create value for customers?How do we differentiate ourselves from competing alternatives?Utility+Warranty=ValueUtility(fit for purpose)features and support of serviceWarranty(fit for use)defines levels of availability,capacity,security,continuity3917五月2023Service DesignITILServiceServiceStrate

42、gyServiceDesignServiceDesign4017五月2023Service DesignProvides guidance for the design and development of services and service management processes.Scopenew services,and the changes and improvementsfunctional&operational requirementsValue to businessThe cost of service is designed4117五月2023Service Tra

43、nsitionITILServiceServiceStrategyServiceDesignServiceDesignServiceTransition4217五月2023Service TransitionTests each service and deploys them into operations after careful planningScopeNew service,existing servicePackage,build,test,and deploy a release into productionEstablish the serviceValue to busi

44、nessThe cost of service is validated4317五月2023Service OperationITILServiceServiceStrategyServiceOperationServiceDesignServiceDesignServiceTransition4417五月2023Service OperationCoordinate and carry out day-to-day activities and processes to deliver and manage services at agreed levelsScopeOngoing mana

45、gement of:services,people,processes,productsValue to businessWhere actual value of strategy,design and transition are realized by the customers and usersFrom a customer viewpoint,Service Operation is where actual value is seen4517五月2023Continual ServiceImprovementContinual Service ImprovementITILSer

46、viceServiceStrategyServiceOperationServiceDesignServiceDesignServiceTransition4617五月2023Continual Service Improvementcontinually aligns IT services to changing business needs by identifying improvements to efficiency and effectivenessGuidance in evaluating and improving service quality,the service l

47、ifecycle and its underlying processesScopeOverall health of;Alignment of;Maturity of processesValue to businessImprovements;Benefits;ROI(Return on Investment);VOI(Value on Investment)4717五月2023References&ResourcesCoursesITIL V3 Overview(grow HP)ReadingsITIL V3 PublicationsAn Introductory Overview of

48、 ITIL V3.pdf4817五月20231.What is the BEST description of the purpose of Service Operation?A.To decide how IT will engage with suppliers during the Service Management LifecycleB.To proactively prevent all outages to IT ServicesC.To design and build processes that will meet business needsD.To deliver a

49、nd manage IT Services at agreed levels to business users and customers4917五月20231.What is the BEST description of the purpose of Service Operation?A.To decide how IT will engage with suppliers during the Service Management LifecycleB.To proactively prevent all outages to IT ServicesC.To design and b

50、uild processes that will meet business needsD.To deliver and manage IT Services at agreed levels to business users and customers5017五月20232.Event Management,Problem Management,Access Management and Request Fulfillment are part ofwhich stage of the Service Lifecycle?A.Service StrategyB.Service Transi